First Line Support at Euromonitor International

Are you an independant IT professional who enjoys supporting users?

Euromonitor Cape Town is looking for someone to support our growing office and to be the person on the ground to resolve 1st line issues and supprt the offce.

Brief Overview of the role:

The Support Executive provides helpdesk support to all our staff working on-premise or remotely, and client users experiencing issues with their use of Passport.

The Support Executive provides internal support to users on;

• Desktop and laptop hardware and software (Microsoft environments)
• Euromonitor’s CRM and Sales Management system, Salesforce.
• First line issues with our bespoke applications - EMMA, Grinder and CMS.
• Passport, Research Monitor, and Passport Account Management.
• Online meeting software - GoToMeeting, used by a wide range of staff throughout the business to attend meetings and demonstrate concepts and software to clients and prospects.
• Euromonitor’s incident tracking system, Athena soon to be migrating over to BMC Remedy Force
• Trouble shooting issues with printers and avaya phones
• A good understanding of Active Directory and Microsoft Exchange

External support is also provided to clients on;

• Passport, the online market research subscription service accessed by world leading FMCGmanufacturers, retailers, investment banks, consultancies and universities.

Reporting to the Support Team Leader in London, a key part of the role is to ensure that all details of issues logged are recorded on the support system, so that all users of the global support team can see what activity has occurred on a ticket. The Executive takes responsibility for resolving first line issues. An important element of the role is communication with internal users, the rest of the team and clients to ensure that they are up to date with progress on request.

Key responsibilities:

• Recording all interactions and communications and responding to user queries using Athena Ticketing system
• Maintaining ownership of user problems until a mutually satisfactory resolution is obtained.
• Escalating issues appropriately to other team members or other teams.
• Recording the details of investigations and fixes on the system.
• Highlighting persistent problems.
• Participation in team meetings. 

Desktop Support

• Providing first-line technical support for our PC/Laptop and network infrastructure.
• Telephone and email support of external users working remotely.
• Logging hardware faults.
• Basic Active Directory and Microsoft exchange knowledge.
• Support of email, content filtering and antivirus systems.
• Logging requests for IT equipment.
• Imaging and rollout of Windows based PCs and laptops.

Application Support

Salesforce

• Administration of new and existing users.
• Answering user queries.
• Troubleshooting and escalating system issues

EMMA

• Diagnosing and resolving IT issues for EMMA users.
• Testing and documenting suspected problems.
• Escalating issues appropriately to the Systems Team.

Passport

• Provide technical assistance for Passport subscribers.
• Configuring client subscription services based on instructions from staff.
• Training and assistance of staff in the use of Passport Account Management.
• Working directly with clients to resolve issues reported by phone and/or email.
• Communicating with clients and their associated IT departments.

Passport Security

• Monitoring of registered users to minimize unauthorized use of Passport.
• Housekeeping of the user list in consultation with Account Managers and Sales People.
• Working proactively to minimize the number of subscribers without any specific security mechanism, direct with clients.
• Advise Account Managers, Sales Reps and managers as appropriate of any potential
• Security issues at a subscriber and/or user level.

Ticketing System

• Recording and responding to user queries regarding the use of the application.
• Testing suspected problems, escalating issues appropriately and providing advice to users.
• Testing of system changes to ensure smooth delivery of developments to users.
• Creating analyst profiles so they can report EMMA incidents.

• Ability to write and speak English
• Entrepreneurial spirit
• Demonstrated experience in a similar role with web-based systems
• Excellent communication skills – both verbal and written
• Excellent organizational skills Knowledge of MS Office/Outlook Experience of Windows 7 & 10
• Experience supporting a CRM system, especially Salesforce beneficial
• Experience of ITIL in a support environment would be an asset